1. Work within the front lines of biomedical research
2. Enjoy a wide range of job responsibility!
About Our Client
A global developer and manufacturer of both world-class antibodies and reagents used in bio-medical research supplied across the world, to aid in the fight against cancer amongst many other diseases. With a mission to accelerate research and discovery by providing the highest quality products at an outstanding value, along with superior customer service and technical support. A varied product expertise covering a diverse set of research areas including Immunology, Neuroscience, Cancer, Stem cells, and Cell Biology.
Job Description
The responsibilities of the German Customer Service Team Leader: You'll be someone with a real 'Can Do' attitude, with an ability to work comfortably with ambiguity. Who wants to work as part of a collaborative and close-knit team. Solutions focused, you look for ways to proactively improve ways of working that will improve the experience for our people and our customers:
3. Bring a positive energy to your work, our team and your interactions with our customers. Through collaboration we encourage each other to aspire to deliver the best performance we can, and to continue to grow our skills and impact.
4. Help us be an enjoyable place to work by being an enjoyable person to work with!
5. be responsible for delivering a high quality and legendary service to all customers, external and internal. What you do here is very visible and has a high impact.
6. Work closely alongside the Customer Service Manager to continuously review our processes, developing metrics and improvements for the business and our customers
7. Develop team members and provide a monthly performance update to them in 121s
8. interviewing potential new hires
9. Managing induction and training plans for new joiners, delivering some of their training and ensuring their performance is reviewed and assessed
10. Organising team structure and monitoring daily workload of team whilst adjusting to ensure adequate cover and correct procedures are followed
11. Ensure all service targets are achieved or surpassed, maintaining first class customer service
12. Track the effectiveness of the customer service team, identifying innovations and strategies to exceed KPIs
13. Collect and provide statistical data/reports as required - with ideas not just number crunching
14. Mentoring the team and set an example for team members of commitment, customer service activities, work ethics and habits and personal character
15. Support the team with processing customer orders accurately into our system (Microsoft Navision) when needed.
16. Effectively and independently handling customer escalations or complaints in a way that exceeds customer expectations, whether that is with external logistics providers or internal colleagues
17. Owning complex issues/customer emails, knowing when to escalate issues to our Customer Service Manager - both for key cases and in identifying themes
18. Communicate with internal departments in order to resolve potential issues
19. Ensure that all agents are logged in and able to take calls.
20. You'll also appreciate the importance of system and customer record integrity, and bring a focus on accuracy to updating and maintaining customer records
21. Lead the implementation of system updates or new processes
The Successful Applicant
The successful German Customer Service Team Leader will have:
22. Written and oral fluency in German & English
23. You have a genuine passion for customer services, giving every customer the feeling that they and their order/query are important to the business, and to you personally. You'll likely have developed this over several years of customer service experience
24. You have experience coaching or developing others
25. Confident using MS Office including Excel, creating basic formulas and reports
26. Strong customer orientation with desire and willingness to help.
27. Strong verbal and written communication skills in English (French or German a bonus)
28. Self-motivated, able to multitask and work independently
29. You have outstanding attention to detail, with a strong ethic of personal responsibility
30. You have strong problem-solving skills and the ability to think creatively
31. You're able to operate with a strong sense of urgency and deliver results
32. You have prepared reports and metrics using different business data and can demonstrate an ability to review and analyse data, identifying matters for further investigation
33. You've experience using ERP and CRM systems and evaluating the data within them
34. Confidence in asking questions and guiding conversations to resolve customer requests
35. Self-organised, you can keep track of your "to do" list and are used to manual systems
36. Open and accepting of coaching and feedback - you like to reflect on your own performance and use our feedback to grow
37. Able to provide a (relatively) calm and quiet work-at-home environment
38. Customer Service experience within a pharmaceutical or biotechnology company, or another complex technical product.
39. Experience with Salesforce CRM
40. Experience designing and evaluating team training
41. Experience coaching and training colleagues in technical and soft skills
What's on Offer
This job offers a competitive salary, hybrid working and training in London amongst other benefits!